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Title:  Service Desk Analyst, Lead (NJUS)

Company:  NetJets Services, Inc.
Area of Interest:  Information Technology
Location: 

Columbus, OH, US, 43219

Req ID:  3159

Purpose of Position

The Service Desk Analyst, Lead is responsible for leading the technical execution and delivery of excellent experiences while providing great customer support, IT support and quality resolutions. These responsibiities, part of the NetJets incident, problem, request, and knowledge management practices include intake, triage, troubleshooting, escalation, documentation, and resolution. The Service Desk provides 24x7x365 level 1 and level 2 support to internal NetJets team members. As the face of IT and the intake for all IT teams, supported areas/focuses include: end user softwares, end user hardwares, mobile devices, enterprise & business applications, telecomunication devices, etc..   

Tasks and Responsibilities

  • Lead the execution and resolution in all Service Desk core responsibilities of remote support (phone & ticket queue) and onsite support (kiosk).
  • Provides excellent customer experiences while supporting the NetJets technical environment.
  • Provides accurate and complete resolutions for known technical issues, and progresses/escalates issues appropriately when outside of Service Desk scope.
  • Assist in the identification, development, and maintainence of technical process and procedures. 
  • Oversee and participate in Major Incident (P1, P2) identification, escalation and resolution.  
  • Leads by example and ensures follow up on all tickets, confirming successful resolution with end user prior to closure.
  • Reviews and approves Service Desk knowledge documentation.   
  • Lead the reporting and delivery of daily, weekly, and monthly metrics for the Service Desk.
  • Build and strengthen professional relationships and partnerships with the NetJets IT and business organizations.
  • Leads the partnership with A-Team, Mobile, EUT, and other IT teams to identify and grow Service Desk scope and first touch resolutions. 
  • Assists in leading Service Desk team meetings and activities.
  • Leads in Service Desk projects and campaigns when assigned.
  • Able to be flexible to assist in coverage during peak times, vacation/sick coverage.

Education

Bachelor's in Information Technology or Engineering

Certifications and Licenses

Years of Experience

6-8 years of experience

Core Competencies

Adaptability
Collaboration
Curiosity
Service-Oriented
Strives for Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

  • Minimum of 6 years experience in Service Desk and/or technical support environment.
  • Minimum of 2 years experience leading technical executions, team members, and/or projects.
  • Minimum of 2 years experience in a Desktop Support/End User Technology hardware support environment. 
  • Excellent verbal and written communication skills, ability to support, partner with, and communicate with a diverse audience.
  • Excellent technical writing skills.
  • Expert listening, questioning, and customer service skills.
  • Demonstrated ability to remain poised during difficult situations and progress issue, conversations and next steps in the proper manner.
  • Requires the ability to lead a technical support team and to provide the required direction to continuously improve technical execution.
  • Requires the ability to establish standards and guidelines for advanced support processes and lead efforts for process and resolution improvements.  
  • Expert in supporting industry standard softwares and applications, including Microsoft Office programs, Adobe Reader/Acrobat, Apple iOS, Google Chome, Microsoft Edge, Remote Desktop Connection, Avaya, etc.
  • Advanced experienced in supporting business specific applications.
  • Expert in supporting end user hardware in person and remotely (via phone and/or email), includes: Dell laptops/desktops, Mac laptops/desktops, large & small office printers, common computer accessories, etc.
  • Experienced with common network support related to LAN/WLAN and telecommunications devices and technology.
  • Expert problem-solving and critical thinking skills. Ability to accurately triage incoming support incidents, quickly identify the best path to resolution, and provide great notes and communication to end users and partnering teams.   
  • Skilled in leading and contributing in a team environment and executing individually, proven ability and eagerness to teach and learn.
  • A+ Certification preferred
  • A+ Certification preferredA+ Certification preferred


Nearest Major Market: Columbus

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